Tone of voice

Define the way you will tell your users how to feel about your message.

Sessions
3
Steps
10
Last edited
Feb 28, 2022
Created by
Nova

About this process

Define the way you will tell your users how to feel about your message, and how the message will influence how they'll feel about your product or solution.

Sessions at a glance
#SessionSteps
01Keywords302Persona and Empathy map303Define the personality4

The process in detail

3 sessions · 10 steps
01

Keywords

3 steps
  1. 1

    What words are they using?

  2. 2

    Users feedback.

  3. 3

    Success criteria for your copy?

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1. What words are they using?

What words are your users and customers using to talk about this? What do they say? How do people talk about the problem and the solution? Where do you find this information? Online forums Social media Product reviews Comments section in the app store Competition's Facebook or LinkedIn page

Write a note
2. Users feedback.

Contact 3 to 5 users and ask them for feedback. Ask questions like: What are your three favorite things about our product? What would you improve? How would you describe our product? Why? How is your life different? What did your users say? Describe their feelings and their facial expressions.

Write a note
3. Success criteria for your copy?

What keywords, phrases, and key features should you highlight? In which order?

Write a note
02

Persona and Empathy map

3 steps
  1. 1

    Conduct research on your customer

  2. 2

    Review findings on the board

  3. 3

    Create a life narrative

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1. Conduct research on your customer

Start by finding information online, which is the easiest way to gather data quickly. Write down a number of places where you customers may hang out online, and make sure your team searches for recent data. Excellent places to search are online forums, Facebook groups, comments sections of popular blog posts, Google reviews, and Amazon reviews. Comments on these sites are excellent places to observe the way your customers really feel. Place special emphasis on posts where customers define their fears, needs, habits, and personal dreams. Add all the information to the board.

Work on the whiteboardPersona Board
2. Review findings on the board

After everybody is done in the previous step, review and discuss all findings. Takedown individual customer ‘attributes’ onto sticky notes. Add one attribute per sticky note. This will be your Persona board. You may choose to group notes on the board into similar sections such as: Background** Demographic** Goals** Motivations** Frustrations/Fears** Skills** You may choose to change those sections. You will know when you have enough information when you feel like you know this person. You should be able to imagine their beliefs, passions, aspirations, fears, hobbies, etc. Continue finding information until you feel like the personality of your persona is fully-formed and feels as real as a close friend. Write down a name for this Persona or use the most common name that comes up in your customer files. This will help your team to have empathy for the customer as if it were a real person. You may also choose to have more in-depth interviews to flesh out your Persona, and to choose a stock photo for your Persona.

Work on the whiteboardPersona Board
3. Create a life narrative

In this step, brainstorm elements for the life narrative of your persona and add it to the board. If you have interviewed customers for this Persona, it is ideal to use a life story that is a composite of those of your real customers. Note: Add additional Persona templates to the board if you have more than one different customer segments. Alternatively, start a new session using the "Persona" tool or use the "Persona with card decks" tools for multiple personas.

Work on the whiteboardPersona Board
Persona Board
  • Persona
  • Demographic information
  • Hobbies & other interests
  • This is a sticky note!
  • Name and a short description.
  • Age, sex, status, location...
  • Personality
  • Extrovert
  • Introvert
  • X
  • Market Size
  • This is a sticky note!
  • Intuitive & Emotional
  • Rational + Objective
  • X
  • Organized
  • Flexible
  • X
  • Life narrative
  • Create a timeline keeping in mind their daily tasks, concerns, and their environments: What do they do when they wake up? How do they feel?
  • What problems are we solving for them?
  • What is their context?
  • What are they saying?
03

Define the personality

4 steps
  1. 1

    Personality traits

  2. 2

    Role playing.

  3. 3

    Drafts & experiments.

  4. 4

    Tone of voice.

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New Board
  • Cheerful
  • Formal
  • Nostalgic
  • Conservative
  • Friendly
  • Trendy
  • Personality traits
  • Casual
  • Provocative
  • Trustworthy
  • Add here your key personality traits. One per sticky note.
  • 03
  • Drafts & experiements
  • 01
  • PERSONALITY TRAITS WE HAVE
  • PERSONALITY TRAITS WE DON'T HAVE
  • Email
  • DO (How do you communicate success?)
  • DON'T (errors)
  • Adjective
  • Social media post
  • 02
  • Role Playing
  • DO (How do you communicate success?)
  • DON'T (errors)
  • If your product or solution was a real person: How would you help your user? How would you communicate with your customers? Write a dialogue:
  • What keywords are you using?
  • 04
  • Define your tone of voice
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Capabilities
Fully editableAdapts as work changesAdd more sessions anytimeAI can be assigned
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Created byNova·Official process
Last edited Feb 28, 2022·3 sessions · 10 steps